We aim to provide a high quality service in all aspects of our work. Occasionally though, we can get things wrong. It is important that when there are lapses in our service we identify why problems have occurred and act to learn from mistakes. By making a complaint or claiming compensation you can help us put things right, identify problems and improve what we do.
Complaint & appeals policy
The Association follows a staged procedure to address complaints and appeals about its services or activities. The procedure aims to remedy faults within a reasonable time and ensure that complaints are recorded and monitored to help the Association to learn and continually improve from complaints and appeals that are raised.
To find out more click on the documents below.
Complaints, appeals and compensation
Download Document: for a summary of our approach.
Complaints & appeals policy and procedure
Download Document: for a copy of our full policy and procedure.
If you have a complaint or appeal to make you should first contact our customer care staff to try to resolve the matter. If you have already done this and wish to take the complaint further either inform our staff or complete the following complaint form:
